A model for assessing consumer perceptions of quality

Abstract

PurposeThe purpose of this paper is to propose a model for linking the dimensions of quality and how customers create their perceptions of quality in the products and services that they purchase. This provides a holistic framework for a better understanding of the various dimensions of product and service quality and their impact on consumer perceptions.Design/methodology/approachA holistic framework for the understanding of the various dimensions of product and service quality and their impact on the creation of consumer perceptions is presented. In addition research questions for future investigations are proposed.FindingsConsumer satisfaction is directly related to how well their expectations for a product or service are met. These expectations are developed from the customers perceptions about the product or service. If the firm wishes to develop new products and services that can create competitive advantage, they must understand how the various product characteristics, or service attributes, effect the creation of consumer perceptions.Originality/valueThis research contributes to the understanding of how consumers create their perceptions and how the various dimensions of product and service quality relate to these properties of perception.

Peran Involvement Sebagai Variabel Pemoderasi Model Loyalitas Pelanggan

“…Konsep mengenai dimensi kualitas produk yang sering digunakan sebagai rujukan dalam berbagai penelitian adalah konsep delapan dimensi kualitas produk yang dikemukakan oleh Garvin (1987). Beberapa penelitian terdahulu yang menggunakan konsep kualitas produk yang merujuk pada pendapat (Garvin, 1987) diantaranya adalah Sebastianelli & Tamimi, (2002), Tsiotsou, (2006), Kenyon & Sen, (2012), Shaharudin, Angely, Anita, & Khin, (2012), Radder & Han, (2013), (Ackaradejruangsri, (2013), (Chowdhury, 2017). Dengan demikian, konsep delapan dimensi kualitas produk yang dikemukakan oleh Garvin (1987) masih relevan digunakan dalam penelitian ini.…”

“…Penelitian terdahulu mengindikasikan bahwa kepuasan pelanggan dipengaruhi oleh persepsi kualitas produk (Sebastianelli & Tamimi, 2002;Tsiotsou, 2006;Kenyon & Sen, 2012;Shaharudin, Angely, Anita, & Khin, 2012;Radder & Han, 2013;Ackaradejruangsri, 2013;Chowdhury, 2017). Produsen berusaha meningkatkan kualitasnya untuk memenuhi harapan pelanggan (Gorst, Kanji, & Wallace, 1998).…”

Application of analytical hierarchy process to support selection of difficult-to-quantify characteristics in new product development

“…The individuality of the customer offers companies the possibility to achieve success even in already saturated markets (Prefi, 2007). Companies have to understand how the various product characteristics affect the creation of consumer perceptions (Kenyon & Sen, 2012).…”

The Influence of Brand Experience on People’s Revisit and Purchase Intention in the Context of China’s Museum

“…Purchase intention is a variable of customer behavior that has generally been used to find out the external effects of perceived quality (Bitner, 1990 [29]. It can be highly influenced by many factors, such as the price of products, the word-ofmouth (Kenyon and Sen, 2012) [30] etc. According to the theory of reasoned action (TRA) (Fishbein and Ajzen, 1975) [31], purchase intentions are used to predict the actual behavior and consumer attitudes will directly influence their behavioral intention, which will affect their purchase behavior as well.…”